Support & Escalation
How to get help when you need it.
Support Structure
The RDN integration support team is organized into levels:
Level 1: Your Team (First Line)
Your responsibility:
- Check Salesforce logs and metadata configuration
- Verify trigger code and field mappings
- Resolve configuration issues
- Basic troubleshooting using this guide
When to escalate: You've tried basic troubleshooting and the issue persists
Level 2: RDN Integration Team (Second Line)
RDN's responsibility:
- Handle RDN API issues
- Provide API documentation
- Debug API response problems
- Increase API quotas
- Monitor integration performance
When to escalate: API-specific issues or quota problems
Level 3: RightWave Engineering (Escalation)
For:
- Critical issues affecting production
- Complex integration problems
- Performance issues affecting business
- Potential platform bugs
When to escalate: Severe issues not resolved by Level 2
Getting Support
Contact Information
| Channel | Details | Response Time |
|---|---|---|
| integration-support@rightwave.io | 2-4 hours (business hours) | |
| Phone | +1 (800) RDN-HELP | 30 minutes (during business hours) |
| Status Page | status.rightwave.io | Real-time platform status |
| Community | community.rightwave.io | Peer support (24/7) |
Business Hours
Monday - Friday: 9 AM - 6 PM PST
Closed: Weekends, US Holidays
Emergency support: Available 24/7 for critical issues
Choosing Your Contact Method
| Issue Type | Best Method | Urgency |
|---|---|---|
| Broad questions | Low | |
| Debugging help | Phone | Medium |
| Critical issues | Phone + Email | High |
| Feature requests | Very Low |
Creating a Support Ticket
Required Information
Always provide:
- Your company name
- Salesforce Org ID (Setup → System Overview)
- Issue description (detailed, not "integration broken")
- Timestamp when issue occurred
- Environment (Sandbox or Production)
- Error code (if applicable)
- Affected Salesforce objects (Lead, Contact, etc.)
Helpful Information (Include if Possible)
- Debug log snippets (redact sensitive data)
- Screenshot of error message
- Sample Salesforce record that failed
- RDN logs from error timeframe
- Steps to reproduce
- Temporary workarounds you've tried
How to Collect Debug Logs
1. Go to Setup → Developer Console
2. Click Debug → Change Log Levels
3. Set Apex Code to FINE
4. Reproduce the issue
5. View logs in Logs tab
6. Copy relevant section (redact sensitive data)
7. Include in support ticket
Template for Support Email
Subject: [RDN Integration Issue] [Salesforce Org ID]
Issue Type: [Configuration / API / Field Mapping / etc.]
Severity: [Low / Medium / High / Critical]
Environment: [Sandbox / Production]
Description:
[Clear description of what's happening]
Timestamp: [When did issue occur]
Error Code: [If applicable]
Affected Objects: [Lead, Contact, etc.]
Reproduction Steps:
1. [Step 1]
2. [Step 2]
3. [Step 3]
Org ID: [Your Salesforce Org ID]
Attachments:
- [Debug log snippet]
- [Screenshot if applicable]
- [RDN log excerpt if available]
Issue Severity Levels
Critical (P1)
Definition: Integration completely down, blocking production operations
Examples:
- All API calls failing with authentication error
- Trigger causing data corruption
- Unable to update essential fields
Response Time: Within 30 minutes Escalation: Immediate to Level 2/3
High (P2)
Definition: Significant feature impacted, workaround exists
Examples:
- Specific object type not updating
- High error rate (>50%)
- Intermittent failures
Response Time: Within 2 hours Escalation: Within 4 hours if not resolved
Medium (P3)
Definition: Feature partially impacted, minor workaround available
Examples:
- Specific field not updating
- Low error rate (<5%)
- Performance degradation
Response Time: Within business hours Escalation: Within 24 hours if not resolved
Low (P4)
Definition: Feature working, minor inconvenience
Examples:
- Questions about best practices
- Configuration guidance
- Feature requests
Response Time: Within 2 business days No escalation required
Common Support Scenarios
Scenario 1: Integration Not Running
Info to provide:
- When was it last working?
- Any recent changes to metadata?
- What error codes appear?
- Are triggers deployed?
- Debug log from failed record update
Resolution path:
Level 1: Check trigger and metadata
Level 2: Check API endpoint and auth
Level 3: Debug integration code
Scenario 2: Fields Not Updating
Info to provide:
- Which fields are not updating?
- What do API logs show?
- Are other fields updating?
- Debug log showing the update attempt
- RDN Field Update configuration
Resolution path:
Level 1: Verify field mappings and permissions
Level 2: Review API response
Level 3: Debug field update logic
Scenario 3: High Error Rate
Info to provide:
- When did errors start?
- Error code from logs
- Approximate error rate (%)
- Sample error records
- Recent changes to configuration
Resolution path:
Level 1: Check for validation rule changes
Level 2: Check API status and limits
Level 3: Investigate integration logic
Scenario 4: Performance Issue
Info to provide:
- How long does processing take?
- How many records affected?
- Recent data volume changes?
- Processing time logs
- API response times (if available)
Resolution path:
Level 1: Optimize field mappings
Level 2: Check API performance
Level 3: Optimize code/infrastructure
Escalation Process
When to Escalate
Escalate if:
- Issue not resolved within 4 hours
- Error codes indicate platform issue
- Multiple users affected
- Production data at risk
- Suspected security issue
How to Escalate
From email support:
Reply to existing ticket
Add "ESCALATION REQUESTED"
Provide Level 2 response and why it didn't work
From phone:
Ask to speak with supervisor
Request escalation to engineering
Provide all gathered information
Escalation Information
Always include:
- Complete history of troubleshooting steps
- All previous support tickets/responses
- Current impact (# users, business impact)
- Evidence of issue (logs, screenshots)
- What you need (fix, workaround, timeline)
Self-Service Resources
Documentation
- This guide - Complete integration documentation
- RDN API Docs - API documentation and examples
- Salesforce Docs - Custom metadata and trigger documentation
- Community Forum - Peer-to-peer support
Useful Queries
Check if trigger is deployed:
Setup → Apex Triggers
Search for your trigger
View API usage:
RDN Dashboard → API Usage
Check quota vs. current usage
Check integration status:
Salesforce Debug Logs
RDN Logs page
Common Solutions
Most issues are resolved by:
- Verification - Check 3 things are correct
- Troubleshooting guide - Follow step-by-step
- Log review - Read debug logs carefully
- Reset and retry - Many issues resolve with retry
Setting Expectations
RightWave Commitment
✅ We will:
- Respond within stated timeframe
- Provide honest assessment of issues
- Work toward resolution
- Keep you informed of progress
- Escalate when needed
❌ We cannot:
- Access your Salesforce org directly (for security)
- Modify your code/configuration without request
- Guarantee same-day resolution for non-critical
- Provide unlimited free consulting
Your Responsibility
✅ You should:
- Provide complete information upfront
- Test in Sandbox before Production
- Follow security best practices
- Keep metadata and code up-to-date
❌ You should not:
- Share sensitive data in support tickets
- Share auth tokens or credentials
- Deploy unverified changes to Production
- Ignore security recommendations
Tips for Faster Resolution
1. Clear Problem Statement
❌ BAD:
"The integration doesn't work"
✅ GOOD:
"Leads created after 9 AM on 3/24 are not updating the Job_Role__c
field with RDN API response. Error code Q006 in logs. Started after
metadata update to add new field mapping."
2. Reproduce Steps
❌ BAD:
"Sometimes records don't update"
✅ GOOD:
"Steps to reproduce:
1. Create Lead with Title = 'Manager'
2. Wait 5 seconds
3. Refresh record
4. Job_Role__c field is still empty (should be 'Senior Management')"
3. Provide Evidence
❌ BAD:
"There's an error in the logs"
✅ GOOD:
"Debug log shows:
09:15:23.456|HTTP_RESPONSE|[STATUS_CODE=401, BODY=Unauthorized]
This indicates auth token is invalid."
Post-Resolution
After Issue is Resolved
-
Verify the fix
- Test thoroughly in Sandbox
- Confirm production is working
- Document the solution
-
Provide feedback
- Rate support experience
- Suggest improvements
- Share lessons learned
-
Document for future
- Add to your troubleshooting guide
- Update team playbooks
- Train other team members
Knowledge Base
Frequently Asked Questions
Common issues and solutions are documented in:
- This troubleshooting guide
- RDN Knowledge Base - knowledge.rightwave.io
- Community Forum - Similar issues and solutions
Search Tips
Search for:
- Error code (Q001, Q002, etc.)
- Field name
- API endpoint
- Object type (Lead, Contact)
- Your specific use case
Feedback & Improvement
How to Help Us Improve
Share feedback:
- What worked well? - Positive feedback
- What was hard? - Areas for improvement
- What's missing? - Feature requests
- Better documentation? - Topic suggestions
Submit Feedback
- Email: feedback@rightwave.io
- Community: community.rightwave.io
- Support ticket: Include in escalation
Summary
| Need | Contact | Time |
|---|---|---|
| Question | 2-4 hours | |
| Help debugging | Phone | 30 min |
| Critical issue | Phone + Email | 30 min |
| Feature request | 2 business days | |
| General support | Community | Peer support |
Need help now? Contact: integration-support@rightwave.io or call +1 (800) RDN-HELP
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